Product Manager

About the role

We're looking for a Product Manager who starts with how people actually work, not with a feature list. You'll partner with our clients to understand their existing workflows in depth, map the service journeys around them, and turn what you learn into products and services that fit the way their teams operate.

This is a hands-on, client-facing role for someone who is curious about messy real-world processes and can translate them into clear priorities for design and engineering.

What you'll do

• Dive deep into clients' existing workflows through interviews, shadowing, workshops, and process reviews, and document how work really happens, including workarounds and handoffs
• Map end-to-end service journeys and blueprints, covering customer touchpoints, frontstage and backstage activity, and supporting systems and teams
• Identify pain points, bottlenecks, and opportunities, then turn them into a prioritized roadmap with clear outcomes
• Write clear requirements, user stories, and success metrics that align designers, engineers, and client stakeholders
• Run discovery and delivery together with design and engineering, from early research through launch and iteration
• Present findings and recommendations to client stakeholders at all levels, and manage expectations and trade-offs
• Measure adoption and impact, and use the results to refine the product and the service around it

What we're looking for

Essential

• 5+ years in product management, service design, or a similar role
• Practical experience with service design methods such as journey mapping, service blueprints, and stakeholder mapping
• A track record of understanding complex, existing client workflows and improving them rather than starting from a blank slate
• Strong research and facilitation skills: you ask good questions, listen closely, and spot what people don't say
• Ability to turn ambiguity into structure, with clear written and verbal communication
• Comfort working directly with clients and balancing their needs against technical and commercial constraints